Customer Service Manager

Thomas Humphries

** ********** ****, *** *******, West Midlands, DY3 3DU

Home: (01902) 661275; Mobile: (07706) 166754

D.O.B 01/03/1990

*.*.*@****.**.**

Personal Profile

I see myself as a very confident, eager and self motivated person. I work

well in a team or solo environment and adapt to any situation I find myself

in. Within the last three years I have worked within a customer service

environment. Along the way I have learnt many skills to help customers

receive excellent service. I find it very important to see both customers

and staff happy with services and conditions I am responsible for.

Education and Qualifications

2001 - 2006

Ellowes Hall Secondary school

GCSE grades A-C in

Mathematics, English, Art, Physics, Chemistry, Biology, Physical Education

2006-2008

Ellowes Hall Sixth form

A-levels in Art and Physics

2010-present

Bonus Aviation Bedfordshire

Private Pilot License (PPA)

Awards and Other Qualifications

Full Clean Drivers License

Duke of Edinburgh Bronze 2004 - 347 squadron, Air Cadets

Duke of Edinburgh Silver 2005 - 347 squadron, Air Cadets

Computer literacy in Word, Excel and PowerPoint

Employment History

2007 to 2008

Millennium Copthorne Hotel - Restaurant Waiter

Duties include:

-Supervision of the laying up, serving and clearing of afternoon breakfast,

afternoon tea and dinner, and the standard of service in the restaurant.

-Promotion of incremental sales: meal upgrades, wine upgrades and packed

lunches.

-Supervising the hygiene standards in the restaurant.

-Control and ordering of stocks and stock takes.

-Anticipate potential problems/situations and act accordingly to create

solutions

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2008 to 2009

Millennium Copthorne Hotel - Bar Supervisor

Duties include:

-Running and maintaining the hotel bar as well as the events function bars

-Ensure the security of monies held in the bar, cashing up at the end of

each night

-A wide knowledge of bar products and procedures

-Work with Bar Manager to ensure the delivery of the performance management

process in line with Company procedure

-Assist in the monitoring, analysis and feedback to all bar staff regarding

complaints, and all other customer feedback in order to identify trends and

take pro-active actions

2009 to present

Millennium Copthorne Hotel - Meetings and Events Assistant Coordinator

Duties include:

-Provide an excellent customer service that's anticipates individual guest

needs

-Prepare and set conferences to meet customer specifications.

-To ensure the guests receive high quality services and service provision.

-Maintain the front and back of house areas to a very high standard of

presentation

-Assist colleagues in other areas without prompting in a spirit of co-

operation

-Ensure that health and safety and procedures are followed and respected

-Management and motivation of Hotel Hosts: Train and develop staff to

maximize performance, aid retention and reduce turnover, accountable for

the delivery of the performance management process in line with Company

procedures

- Lead and inspire the team to live by the service principles, thus

developing highly motivated, committed teams and ensure team receive,

understand & adhere to all company policies & procedures

-Staff Rotas

References

Paul Newman- Meeting and Events Manager

Cothorne Hotel Merry Hill Dudley

Level Street

Brierley Hill

West Midlands

DY5 1UR

(07786) 077049

Tom Gallimore - Restaurant Manager

Telford QHotel & Golf Resort

Great Hay Drive

Sutton Heights

Telford

Shropshire

TF7 4DT

(07595) 755598

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